Customer Service Representative - Contact Center (Healthcare)

Location: Madrid, Spain; residence within the Madrid area required. Hybrid schedule with 1 day per week in the office and the rest from home. The first 2–3 weeks of induction training are fully onsite.

Company

hirify.global Healthcare provides group healthcare and wellbeing programmes for employees of multinational organisations.

What you will do

• Manage daily queries from clients and insurers by telephone, email, letter, and fax.
• Support customers with questions about their medical plans and handle medical issues in collaboration with medical consultants.
• Document every interaction accurately and follow internal procedures, guidelines, and quality standards.
• Resolve customer issues efficiently with a focus on first-time resolution.
• Handle and analyze complaints, identify root causes, and forward improvement opportunities to the appropriate department and manager.
• Translate documents when required and use work planning to manage priorities and service performance.

Requirements

• Advanced or bilingual knowledge of English, French, and Spanish at C1/C2 level is required.
• Customer-focused approach with strong interpersonal, verbal, and written communication skills.
• Ability to organize, prioritize, and manage multiple tasks while meeting individual and team targets.
• Strong attention to detail, accuracy, judgment, initiative, and problem-solving skills.
• Ability to navigate different systems independently; familiarity with CRM systems is beneficial.
• Availability for 39 hours per week, the 10-week induction programme, and the Monday–Friday 16:15–24:00 shift is required.

Culture & Benefits

• Hybrid working with home-working resources and an IT kit provided.
• Ten-week induction training with structured onboarding and the necessary tools for the role.
• 24 days of holiday per year plus a day off for your birthday.
• Private medical and dental insurance and life assurance.
• Flexible dress code and initiatives supporting health, wellbeing, and work-life balance.